Service Request Handling & TicketingPurpose
Trigger Conditions
2.2. Ticket creation in CRM or helpdesk.
2.3. Update in status indicating “New,” “Urgent,” or “Unassigned.”
2.4. Technician becomes available or changes shift.
2.5. SLA clock initiation for high-priority repairs.
Platform Variants
• Setting: Configure Flow + Invocable Actions for ‘New Case Created’ event; auto-assign to Agent Queues via Routing Rules.
3.2. Zendesk
• Feature: Trigger ‘Ticket: Created’; Action: assign to next-available technician using Round Robin App or Groups.
3.3. ServiceNow
• Feature: Event Rule + Assignment Group; automate via Service Catalog workflow using “Assign to Technician” API.
3.4. Microsoft Dynamics 365 Field Service
• Feature: Configure ‘Resource Scheduling’ automation; use OnCreate service request trigger + Resource Scheduling API.
3.5. Freshdesk
• Setting: Automations > Ticket Assignment Rules; round-robin or skill-based assignment with Pre-defined Rules.
3.6. Jira Service Management
• Feature: Automation Rule “When issue created”; assign from Technicians Pool using REST API /user/assignable/multiProjectSearch.
3.7. HubSpot Service Hub
• Feature: Workflow Automation; trigger on Conversation Created; assign Contact Owner based on region or skillset.
3.8. Slack
• Setting: Slack Workflow Builder; trigger on form submit → call technician mention using “users.lookupByEmail” API.
3.9. Twilio
• Feature: Studio Flows; trigger on inbound SMS, forward parsed data to backend and respond with assignment via Programmable Messaging API.
3.10. Google Workspace (Apps Script)
• Feature: Script runs on new Google Form submission; calls Directory API to email calendar-invite to next-available technician.
3.11. Zapier
• Feature: Trigger on “New Ticket” (any platform); Action: webhooks/POST to technician assignment endpoint.
3.12. Monday.com
• Feature: Automations “When item created, assign to person in order”; API: item_developer assign API endpoint for custom logic.
3.13. Asana
• Feature: Rule “Task added” to project; Action: assign to user via custom field or API endpoint /tasks/{task_gid}.
3.14. Teamwork Desk
• Feature: Smart Assignment Rules; configure on new ticket to auto-assign via Teamwork API /tickets/assign.
3.15. Pipedrive
• Feature: Workflow Automation; trigger on new deal/ticket created; assign ‘Owner’ using Persons API.
3.16. Intercom
• Feature: Custom Bot or Workflow; trigger on inbound ticket; assign using /admins API endpoint.
3.17. SysAid
• Feature: Service Record Routing Rules; auto-assign support staff via Routing Configuration.
3.18. ConnectWise Manage
• Feature: Workflow Rule on new service ticket; assignment action: PATCH /service/tickets/{id}.
3.19. Service Fusion
• Setting: Auto-Dispatch rules; link “New Service Call” to technician calendar based on proximity and availability.
3.20. Oracle Field Service Cloud
• Feature: Activity Assignment Rules engine; trigger on new work order; assign using “Assign Activity” API operation.
3.21. Quickbase
• Feature: Pipelines “Record Created” in Tickets table; Action: AssignToTechnician API, based on availability lookup.
3.22. Kayako
• Feature: Automator Rules; new conversation triggers technician assignment via “Assign to Team Member” action.
3.23. Ivanti
• Setting: Workflow automation on ticket load; call REST API for next technician and assign in incident module.
Benefits
4.2. Less administrative error and scheduling conflicts.
4.3. Real-time job visibility for management and stakeholders.
4.4. Higher technician utilization and balanced workload.
4.5. Increased customer satisfaction through fast service acknowledgment.
4.6. Comprehensive tracking and reporting for compliance and continuous improvement.
4.7. Consistent SLA compliance via automated prioritization and routing.